Job Description
The Guest Relations Specialist is responsible for investigating and responding to guest feedback in a timely and appropriate manner. By adhering to SLAs and managing guest relationships with care, the role helps transform negative experiences into positive outcomes while safeguarding Etihad’s brand reputation.
Key Accountabilities
Issue Resolution Fully investigate and resolve guest concerns, communicating persuasively and producing clear, concise, error-free written responses.
Expectation Management Manage guest expectations throughout the process, using the most appropriate communication channel and preventing conflict escalation.
Root Cause Investigation Engage with stakeholders to identify the underlying causes of complaints and ensure corrective actions are implemented.
Regulatory Compliance Adhere to company requirements including data protection, privacy, and other regulatory standards.
Service Recovery Budget Ensure careful and responsible use of allocated budgets for service recovery initiatives.
Decision-Making Apply sound judgment in complex queries, compensation cases, and conflict resolution, balancing guest satisfaction with company policy.
Policy Knowledge Demonstrate strong understanding of Etihad policies and processes to work efficiently and effectively.
Situational Awareness Clearly assess the implications of guest situations and use sound judgment to deliver fair, effective resolutions.
Qualifications
· Bachelor’s degree
· Minimum 2–3 years of experience in Guest Relations, Customer Service, Hospitality, Aviation, or a similar customer-facing environment.
· Experience in handling guest complaints and service recovery processes is
Knowledge Skills
· Excellent verbal and written communication skills in English.
· Additional language proficiency would be an advantage.
· Strong customer service orientation and guest advocacy mindset.
· Ability to manage challenging situations with professionalism and empathy.
· Excellent interpersonal, influencing, and problem-solving skills.
· Proficiency in Microsoft Office applications and customer service systems.
· Ability to work in a fast-paced and multicultural environment.
DETAILS TO REGISTER FOR THIS JOB:
https://jobs.smartrecruiters.com/EtihadAirways5/744000138782978-guest-relations-officer
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We support the Far-Sighted, Growth-Oriented Vision announced by the UAE, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain.
It's an exciting time and the next 30 - 40 years will see massive growth in jobs in the GCC countries.
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SOCIAL INITIATIVE:
We publish job vacancies on this Job Portal (https://www.dubai-jobs.me) and our Whatsapp groups (www.dubai-forever.com/whatsapp-jobs.html) for the benefit of job-seekers.
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